Customer Success Manager

The Customer Success Manager (II) is responsible for maintaining strong relationships with HSI small
- medium clients, supporting their experience with HSI products and services, achieving account growth (upsell) and retaining the license long term (renewal).

This role requires excellent communication and business acumen, a strong understanding of product capability and solution based selling expertise to optimize the customer experience and add value with HSI products.

In order to be successful, the CSM needs to excel at internal and external stakeholder engagement, align customer objectives to solutions within the HSI suite of products & services, identify and mitigate retention risk and advocate for the customer.

**Essential Functions**:

- Plan and lead client account meetings
- Plan and host Executive Business Review sessions for high value customers
- Build and maintain relationships with key stakeholders (internal and external)
- Develop and report on Customer Success Plans
- Proactively manage account retention to achieve renewal quota
- Identify and pursue opportunities for account growth and achieve upsell quota
- Provide system demonstrations to clients to facilitate upsell opportunities
- Work with clients to ensure appropriate configuration and optimal use of product(s)
- Contribute to client retention strategies and projects
- Maintain knowledge of contract obligations
- Engage the HSI support team to service the customer in accordance with SLA's
- Maintain client records, renewals & upsell opps in CRM and other tools
- Gather customer insights and identify trends and patterns for business improvement
- Oversee customer escalations and work with internal stakeholders to achieve resolution
- Develop and share best practice with team members to continually improve the quality, effectiveness and efficiency of our processes- Solicit customer insights & share with relevant stakeholders
- KPI's
- Annual renewal quota
- Annual upsell quota

Competencies
- **Driven **to support a great customer experience & achieve renewal / upsell quota
- **Ownership **of client portfolio and deliverables to ensure client needs are met
- **Communication** to build rapport with internal and external stakeholders
- **Resourceful **with the ability to work both as part of a team, and autonomously
- **Solution Focused **in seeking to understand client's objectives and ways the system can support this
- **Technically savvy **in order to provide high quality system demonstrations that meet customer needs

**Requirements**:

- 2 + years' experience of managing client accounts
- 1 + years' experience in achieving account growth targets
- Excellent communication and problem-solving skills
- Have an interest in technology and master new technology easily
- Experience in a Health, Safety and/or Employee Wellbeing role
- Experience using HSI systems
- Experience with data and reporting tools
- Experience with Sales Force (or similar CRM)

**Benefits**

**What's in it for you?**
- Access to a confidential and free EAP Service (Employee Assistance Program)
- Birthday Bonus Day - A day of paid leave for your birthday
- Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
- Hotel Discounts for yourself, family + friends
- Tuition Reimbursement - We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
- Volunteer Leave - We believe in giving back and supporting activities that serve the community which is why our employee's are entitled to 16 hours of volunteer leave per year to support causes that align with our mission 'Connection Workplace Safety, Compliance and Employee Development'
- A flexible working environment
- A collaborative and supportive team-based environment

**Our culture**

Life at HSI is underpinned by our key values:
**#OwnIt** - We do what we do with passion and enthusiasm. We take responsibility and just get the job done.

**#Better** - Creating new and better ways for our team and organization to be successful. As an organization and as individuals, we are a work-in-progress always striving to be better.

**#GotYoutBack** - We're a company that fosters collaboration, teamwork and innovation. We work exceptionally hard and celebrate our wins together.